SENIOR SUPPORT PROCESS MANAGER - PROGRAMS

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms.
We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.
The Team.
The Engineering Support Operations team is an enabler of the Engineering department and helps the Engineering organization deliver on its vision of performance, reliability, value and timeliness.
We strategically and operationally define the ways to Improve productivity/efficiency of teams, improve the Engineering orgs effectiveness in support management, guide the organization to deliver a trustworthy Service and guide the organization to deliver an enterprise grade Product.
The Role.
As a Senior Support Operations Program Manager, in the Support Operations team, you will have full end-to end responsibility in creating and running programs to improve the support performance of Celonis with a focus on the engineering organization and identifying improvement measures for daily operations that will ultimately lead to higher customer satisfaction.
In this interdisciplinary role, you will integrate project management, analytical and operations skills together with process improvement practices.
In order to manage your own projects and successfully deliver them, you will be expected to collaborate and develop strong long-standing relationships with internal and external stakeholders cross-functionally.
The work you’ll do.
Responsibilities.
Lead and Manage Projects.
Directly oversee projects from definition through execution, ensuring alignment with Engineering's goals and delivering top-quality results within the planned scope and timeline.
Independently Drive Process Improvements.
Take full ownership of end-to-end support process enhancements, proactively identifying and implementing improvements to streamline operations and enhance efficiency.
Conduct Data Analysis for Actionable Insights.
Utilize data analytics to identify trends, perform root cause analysis, and recommend actionable insights for process optimization across support and engineering teams.
Coordinate Across Teams for Integration.
Recommend and facilitate the integration of project plans and schedules across various teams, ensuring cohesive execution of interrelated tasks.
Operate Autonomously Within Defined Responsibilities.
Work independently, managing assigned tasks while providing clear, regular updates to upper management on progress and outcomes.
Expertise in ITIL, Support Tools and Processes.
Serve as a subject matter expert on incident management practices, support tools (e.
., JIRA, Salesforce, JSM), processes, and future improvements, providing guidance and information as needed.
Recommend Solutions Based on Experience.
Leverage extensive experience to propose innovative ideas and solutions to challenges faced by the team, enhancing project outcomes and team efficiency.
Facilitate Cross-Pollination of Ideas.
Generate and share ideas across multiple initiatives, enhancing creativity and innovation within the team.
Apply Critical Thinking.
Utilize critical thinking skills across all responsibilities, ensuring thorough analysis and strategic decision-making.
Influence and Obtain Stakeholder Approval.
Consult with stakeholders on proposed actions, effectively communicating benefits and obtaining buy-in for implementation.
Implement Identified Actions Across Areas.
Drive the execution of actions derived from insights, ensuring timely delivery of impactful results across multiple areas of responsibility.
Enhance Team Knowledge and Skills.
Actively contribute to the development and dissemination of knowledge within the team, enhancing collective expertise in support processes and tools.
Improve Communication and Documentation.
Produce high-quality, clear, and concise documentation and presentations, effectively communicating analysis findings, action plans, and risks to teams and leadership.
Lead by Example in Teamwork and Leadership.
Foster a collaborative environment, mentoring less experienced team members, aligning team efforts with organizational goals, and leading enablement activities.
Embrace and Implement New Technologies.
Stay abreast of and implement new technologies and tools that can enhance support performance and process efficiency, demonstrating initiative and foresight in improving team capabilities.
The qualifications you need.
Bachelor's or Master’s degree in Information Systems, Business Informatics, Computer Science, Information Technology or similar.
Minimum 5+ in a technical support, engineering, or IT project management role within a technology-driven environment.
Proven track record of managing and successfully delivering large-scale projects and process improvements.
Experience with Agile, Scrum, or other project management methodologies.
Strong analytical skills with experience in data analysis tools and methodologies.
Knowledge of programming languages or scripting is beneficial for automation and process improvement Excellent written and verbal communication skills, capable of producing clear and concise documentation and presentations.
Ability to effectively communicate complex ideas to both technical and non-technical stakeholders.
Experience mentoring and leading team members, fostering a collaborative and inclusive environment.
Ability to build productive working relationships and effectively collaborate across different teams and departments.
Demonstrated ability to make significant decisions that impact the success of projects and teams.
Ability to independently identify, prioritize, and execute tasks to meet project deadlines and objectives.
What Celonis can offer you.
The unique opportunity to work with industry-leading process mining technology Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more) Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more) Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more) A global and growing team of Celonauts from diverse backgrounds to learn from and work with An open-minded culture with innovative, autonomous teams Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more) A clear set of company values (https://www.
elonis.
om/company/values/) that guide everything we do.
Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future About Us Since , Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions.
Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes.
For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it.
Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.
Join us as we make processes work for people, companies and the planet.
Celonis is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Different makes us better (https://www.
elonis.
om/careers/diversity/).
Accessibility and Candidate Notices (https://www.
elonis.
om/careers/candidate-notices/)